What is an SLA?
An SLA — Service Level Agreement — is a commitment to respond to or resolve a request within a set amount of time, such as “first reply within one hour during business hours.”
SLAs set clear expectations for both your team and your customers. Common email SLAs cover first response time (how quickly someone replies) and resolution time (how quickly the issue is fully handled). Teams often set different targets for different priorities or customer tiers.
The value of an SLA is only as good as your ability to track it. Without alerts, a target quietly slips by; with them, you can act before a deadline is missed.
How it relates to MailFellow
MailFellow includes SLA tracking on the Business plan. Set response targets and get alerted in your chat platform before you breach them — so fast replies stay the norm, not the exception.
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